AccountId: 011433970860
ContactId: 8ddc1218-c364-4cb4-b247-83c9776cae9c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 329869 ms
Total Talk Time (AGENT): 113901 ms
Total Talk Time (CUSTOMER): 184190 ms
Interruptions: 4
Overall Sentiment: AGENT=1, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/31/8ddc1218-c364-4cb4-b247-83c9776cae9c_20250131T20:05_UTC.wav
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[AGENT][POSITIVE] Good Afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Uh yes, I was trying to access my account online. I don't remember my username or password tried to do.
[CUSTOMER][NEUTRAL] The reset but it still wants my user name. I wanted to go on on and print my new ID cards because I added an additional insurance.
[AGENT][NEUTRAL] OK, sure. Yeah, I can assist you with getting into the online service center. Um, may I have your name and a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, my name is [PII] and first name is [PII]
[CUSTOMER][NEUTRAL] And my phone number is [PII].
[AGENT][NEUTRAL] OK. Do you have any of the policy numbers with you, Ms. [PII]?
[CUSTOMER][NEUTRAL] I don't. I just got the thing in the mail that says, uh, log on to [PII] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] um, hashtag log in.
[CUSTOMER][NEUTRAL] Um, I didn't have anything with my benefit information on it. That's all I brought to work.
[AGENT][POSITIVE] It's OK, no problem.
[CUSTOMER][POSITIVE] They get in there to get your cards and all that good stuff.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. And for security, may I have your date of birth, mailing address, and email address on file?
[CUSTOMER][NEUTRAL] Yes, [PII] is my date of birth. Email is [PII]. It might be my work email to [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And then my home.
[AGENT][NEUTRAL] OK, we have your personal.
[CUSTOMER][NEUTRAL] OK, yeah, my personal, OK, and my home address [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Perfect, thank you. All right, let me try to get you in one moment.
[AGENT][NEUTRAL] OK, Ms. [PII], so we have a username.
[AGENT][NEUTRAL] Um, the letter [PII]
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Then we have [PII]. The first K is caps, the rest is lower cases.
[CUSTOMER][NEUTRAL] OK, so let me repeat that so I might have must have let the.
[CUSTOMER][NEUTRAL] Computer or on it or something.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Um, so what was it again? [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Oh [PII] OK.
[AGENT][NEUTRAL] It's [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh 198.
[CUSTOMER][NEGATIVE] To tail just doesn't make sense to me. OK, hold on here a second. I think I have this all boogered up. I'm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm trying to write it in my password book and I think I, I voided it out. OK, hold on, I'm gonna try this one more time, OK? Thanks for your patience. So [PII]
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Mm.
[AGENT][POSITIVE] OK. You're welcome. No problem. Take your time. Mhm.
[CUSTOMER][NEUTRAL] OK, [PII] and then [PII]
[AGENT][NEUTRAL] No, the first letter is [PII].
[CUSTOMER][NEUTRAL] Uh oh.
[CUSTOMER][NEUTRAL] Uh huh.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, uh, OK, and now I know why.
[CUSTOMER][NEUTRAL] Critical. I had, I only had critical illness policy. That's why. OK, now I, now I'm my brain's going. OK, so I can use my username and and um I can reset my password or can you give me that?
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes, click on, click on reset password, uh, we don't see, we cannot, yeah, choose or change the password. Mhm.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, all right.
[CUSTOMER][NEUTRAL] Alrighty, so [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] At [PII] or no that one's not in there.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK, and then I'll get that on my phone.
[CUSTOMER][POSITIVE] Thank you so much for this.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] OK and then that is gonna be.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Alright, perfect. Now it's gonna let me do that so um I can get in there now and then I download my ID cards, correct?
[AGENT][POSITIVE] Yes, mhm. Correct.
[CUSTOMER][POSITIVE] OK, well thank you so much for all your help. I certainly appreciate it.
[AGENT][POSITIVE] You're welcome. Is there anything else I'm gonna help you with today, [PII]? OK. You're welcome and thank you for calling ATO. Have a good afternoon. You too. Thank you. Bye-bye.
[CUSTOMER][POSITIVE] No, that's all I need thank you so much.
[CUSTOMER][POSITIVE] Have a great weekend yeah you too bye bye.